Customer Experience & Tech Support Specialist (Smart Access)

Aotearoa New Zealand Association of Social Workers; Upper Harbour; On-site; NZD 50,000 - 70,000; Full time

Job summary

ASSA ABLOY in New Zealand seeks a Customer Specialist for our Albany-based Customer Hub. You’ll be the first point of contact across voice, email and chat, providing expert guidance on digital and mechanical products and guiding customers through troubleshooting steps.

You will collaborate with sales, finance, warehouse and manufacturing to resolve issues and improve outcomes. You’ll help deliver an outstanding customer experience by resolving Tier 1 issues, processing enquiries and

Qualifications

• Experience using CRM platforms, customer service systems or ticketing tools.
• Strong customer service experience with excellent written and verbal communication skills (Preferably within a contact centre environment).
• Ability to troubleshoot and resolve customer issues effectively.
• Strong problem-solving skills with the ability to balance customer needs and business outcomes.
• Experience working across multiple communication channels including phone, email and chat.
• Strong multi-tasking skills, while maintaining attention to detail.
• Confidence using Microsoft Excel, Word and learning new systems.

Responsibilities

• Delivering seamless support across voice, email and chat channels.
• Resolving Tier 1 issues relating to digital and smart products, including connectivity, app functionality and login enquiries.
• Supporting customers with tailored guidance and product solutions.
• Processing customer enquiries and purchase orders accurately and efficiently.
• Collaborating with internal teams to resolve customer issues and improve outcomes.
• Identifying customer pain points and sharing insights to support continuous improvement.
• Documenting customer interactions and tracking cases through to resolution.
• Driving first-contact resolution and high levels of customer satisfaction.

Skills

CRM proficiency

Multichannel support

Problem solving

Communication skills

Team collaboration

Tools

Excel

CRM systems

Job description

ASSA ABLOY in New Zealand seeks a Customer Specialist for our Albany-based Customer Hub. You’ll be the first point of contact across voice, email and chat, providing expert guidance on digital and mechanical products and guiding customers through troubleshooting steps.

You will collaborate with sales, finance, warehouse and manufacturing to resolve issues and improve outcomes. You’ll help deliver an outstanding customer experience by resolving Tier 1 issues, processing enquiries and